Engineer-Technical Services ATM - Cash Services

Role Overview

Engineer-Technical Services ATM - Cash Services at Transguard Group, based at the company HQ in DAFZA, Dubai Airport Free Zone.

Role Purpose

Provide exceptional technical support and field engineering services to maintain ATM availability, enhance customer satisfaction, and drive operational excellence through preventive maintenance, timely repairs, and continuous improvement initiatives.

Key Responsibilities

Financial Performance

• Implement regular scheduled preventive maintenance to minimize costly breakdowns and emergency repairs, thereby reducing repair expenses.
• Ensure continued ATM operations to avoid potential revenue loss due to breakdowns, leading to higher usage and revenue generation.

Customer Engagement & Satisfaction

• Enhance ATM longevity through timely repairs, resolutions, upgrades, and security updates, sustaining customer loyalty and trust.
• Maintain strong, positive working relationships with customers, prioritizing satisfaction and effective communication.
• Solicit feedback, complaints, and suggestions regarding ATM performance and service quality.

Operations & Service Delivery

• Prepare and submit detailed service reports.
• Promptly resolve technical issues.
• Strictly adhere to company procedures when accepting, updating, and closing service calls.
• Collaborate with internal teams, including workshop, managers, IT teams, and security personnel, to address technical challenges, implement upgrades, and ensure compliance with operational standards.

Continuous Improvement

• Enhance the ATM Preventive Maintenance (PM) checklist using advanced diagnostic tools and techniques based on field best practices and lessons learned.
• Develop comprehensive and refined troubleshooting methods by incorporating real-world scenarios to minimize downtime and optimize ATM/SCDM performance.
• Gather, analyze, and act on customer feedback regarding service quality.

Qualifications & Experience

• Bachelor's degree in electrical engineering, Computer Science, or a related field.
• At least 1 year of experience in ATM/SCDM maintenance and repair, preferably within the banking or financial services sector.

Skills & Competencies

• Strong understanding of ATM hardware, software, and networking concepts.
• Proficiency in diagnostic tools and techniques for troubleshooting ATM issues.
• Excellent communication and interpersonal skills.
• Ability to work independently and as part of a team.